RFI: DCF Warmline Development

The Massachusetts Department of Children and Families is issuing a Request for Information (RFI) to explore design and service-delivery options for a potential Warmline service, with responses due August 27, 2026. This is an information-gathering initiative, not a binding procurement; responses are voluntary and will not affect future formal solicitations or competitive standing.

The Warmline is envisioned as an alternative pathway to connect families needing supportive services—food assistance, mental health treatment, and other community-based resources—with appropriate providers. The DCF receives approximately 90,000 reports of suspected child abuse or neglect annually; just over half are screened out as not meeting the legal threshold for protective response. The Warmline would serve families in that screened-out population and others to prevent the need for DCF involvement and reduce stigma associated with child protective services.

The RFI seeks comprehensive input across seven topic areas: program design (target populations, service gaps, service types and delivery platforms); case management approaches and communication methods; call-handling and screening protocols; risk assessment and referral procedures; and staffing structures, qualifications, and training requirements. Respondents should address organizational models (nonprofit versus government agency), hours of operation, partnership and integration with existing agencies, technical infrastructure, operational challenges, marketing and outreach, and data collection protocols. The RFI also invites input on anticipated call volumes, operational budgets, staffing sustainability, barriers to access and implementation, quality assurance, and innovative service-delivery approaches.

The DCF has contracted Health Resources in Action to develop a comprehensive Warmline framework through document review, key informant interviews, and planning sessions. Respondents may include service providers with Warmline experience, families, and other stakeholders. Responses may address any or all questions at the respondent's discretion. No pricing, contract term, award timeline, set-asides, or funding amounts are specified in this RFI phase.